Field Support.

ExcelRedstone delivers front-line IT infrastructure, connectivity and support for organisations operating across large numbers of smaller properties such as satellite offices, shops, restaurants or similar facilities.

Depending on each business’ requirements, field support can embrace everything from local desktop break-fix and moves to computer room support, network administration and network-based building infrastructure such as access control and CCTV.

With a nationwide footprint of more than 420 experienced IT infrastructure and support engineers and a powerful toolkit of specialist software tools, we deliver a rapid-response support service which can reach the majority of customer sites within the hour.

Transparency and reporting lie at the heart of our commitment to regular review processes and continuous service development.

ENGINEERING EXCELLENCE

As well as being cross-trained across many disciplines to improve incident resolution time and lower costs, our engineers carry the latest fault-finding and calibrated test equipment.

They are further supported by regionally-based administration and management functions.

INTEGRATION

Simple reporting and escalation procedures, highly-trained staff and dedicated support software combine to deliver outstanding and integrated support service no matter where your satellite facilities are located. Our customised Xact™ platform can be fully integrated with client systems for 100% visibility and 24×7 progress updates.

SYSTEMS INTEGRATION

Service calls received by helpdesk are recorded directly to Xact™, with the system then scheduling works and materials, and notifying best-located engineering resources. On completion, engineers are able to instantly update the support ticket via a mobile platform, triggering customer feedback requests, invoicing or other actions.

Resources

Major Retail Bank Case Study

Our Mobile Field Engineers are deployed strategically to support our client’s infrastructure requirements at their regional and national offices.Read more